Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/22/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was laid off and I have to collect unemployment until I can get another remote job to provide for my family. This company is the sole obstacle between whether I can feed my family for another month. My account was suspended without notice and my help desk emails have went unanswered. There is no phone number to get to a human or in person location that can assist. There is nothing I can do until I get a response via email and judging by the complaints online that will be a while. I just want help.

  

  Business Response

  Date: 05/23/2025

  Hello *****,

  I apologize for the difficulty youve experienced with your ID.me account. We take account security very seriously. Our internal team has reviewed your information and were able to reinstate your account today, 5/23/2025.

  Should you have any other issues with your account or verification, please reply back to the most recent email from ID.me Member Support.

  All the best,
  ID.me

• Initial Complaint

  Date:05/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to purchase an Amazon eero Max 7 3-pack from ******************************************** using my ID.me discount since May 12th. I am a Registered Nurse and I have been verified by ID.me with an active license. When I try to purchase the item I receive the message "The price of one or more items in your cart has changed. Please refresh the page and try again." I have contacted ********************* *************************************************** and Amazon support to try to resolve this issue. Each has said that they are not able to solve the issue and to try to contact the other. ****** says they can only support on their site or when using ****** to pay. The Device hub says that they can only see in the system once an order is placed. Id.me can only provide verification assistance. This has been almost two weeks of emails and chats with their supports and no resolutions have been made. I have attached pictures: the verification of my Nurse license, the associated link on ********************** to the discount hub, the listing of products and their prices, and the checkout with the error message. I have tried on multiple devices and browsers, cleared caches, and updated the browsers trying to listen to the supports' tips for helping. Nothing I have done has resolved and the supports have all stated there is nothing they can do and to contact one of the others. There is no one to contact for support that can actually help with the issue according to all of the support groups. As ID.me is a BBB accredited business I am hoping that you will be able to get to a better resolution than I am.

  Customer Answer

  Date: 05/23/2025

  Was contacted by a Sr. ******** of Operations at ***** Rocket. She worked with me to resolve the issue after being contacted by ID.me. There was a software issue with the purchasing page that needed technical support. After an update to the website the item that was unable to be purchased was able to be. They were able to figure out the issue and resolved it completely.

  

  Business Response

  Date: 05/28/2025

  Hello *****,

  Thank you for bringing this to our attention. We are glad that you were able to resolve this issue a few days ago with the help of our partner.

  Should you have any additional issues, please submit a help request at help.id.me. 

  All the best,
  ID.me

  Customer Answer

  Date: 05/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ********
  
  

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account was suspended for no reason at all. I tried contacting the business but all you get is a robot chat asking you to provide information about the problem. I have sent in multiple emails asking them to take a look into the account, but no response. You can't talk to a live agent, no one responds to emails and I'm trying to access the *** account. This is ridiculous. No suspicious activity went on, I logged in everyday with the same username and password, then all of a sudden it says the account is suspended.

  Customer Answer

  Date: 05/22/2025

  The business resolved my issue today so I would like to withdraw my complaint.

  

  Business Response

  Date: 05/23/2025

  Hello *******,

  I apologize for the difficulty youve experienced with your ID.me account. We take account security very seriously. Our internal team has reviewed your information and were able to reinstate your account.
  Should you have any other issues with your account or verification, please reply back to the most recent email from ID.me Member Support.

  All the best,
  ID.me

  Customer Answer

  Date: 05/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *****
  
  

• Initial Complaint

  Date:05/21/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  they have no customer service they dont help you in anyway they basically give you a robot robot. Cant answer the question. Im trying to do it. Is the most unprofessional site Ive ever dealt with and they dont have anybody to help you whatsoever. They just expect you to read all this and know how to do it this is needs to stop. They have to have people to help you to do this. I cant pay my taxes. I cant do anything because of this. This is the most unprofessional company Ive ever dealt with in my life and it needs to have something done about it.

  

  Business Response

  Date: 05/23/2025

  Hello ****,

  I apologize for the difficulty youve experienced with your ID.me account. We see that you are currently working with an ID.me agent for support. We kindly ask that you respond to one of these emails from ID.me Member Support for assistance.

  All the best,
  ID.me

• Initial Complaint

  Date:05/21/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Description:I have been trying to resolve a duplicate account issue with ********************** for over a year. Despite multiple attempts to contact their support team, the issue remains unresolved. I have clearly explained the situation numerous times and provided all the necessary documentation and information requested.However, each time I reach out, I receive the same generic, automated response with no meaningful progress or follow-up. It is clear that no one is actively reviewing or addressing my case in a substantive way. The lack of responsiveness and accountability has caused unnecessary delays and frustration, especially given the importance of ID.me in accessing government or identity-based services.I am requesting that ID.me escalate and resolve my issue by:Reviewing my request in detail,Merging the duplicate accounts, or Providing a direct and actionable explanation if they are unable to do so.After more than a year of unproductive communication, I am seeking BBB assistance to get this resolved promptly and properly.?Desired Outcome:I want ID.me to review and resolve my duplicate account issue and merge the accounts as requested, or provide a direct, human response explaining why it cannot be done and what steps I can take to remedy the situation.?

  

  Business Response

  Date: 05/23/2025

  Hello ***,

  I apologize for the difficulty youve experienced with your ID.me account. We take account security very seriously. Our internal team has reviewed your information and were able to reinstate your account today, 5/23/2025.

  Should you have any other issues with your account or verification, please reply back to the most recent email from ID.me Member Support.

  All the best,
  ID.me

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Doesnt work. 5 months of contacting idme and get same text. This does not work. Stroke, heartattach, tests...cant get anything.This needs to be removed. It is causing thousands of probkems

  

  Business Response

  Date: 05/20/2025

  Hi,
  
  As previously stated, we are not able to troubleshoot. Your browser's autofill settings. Please contact their support for assistance. Once that is done you can do the following to reset your password:
  
  Go to the ID.me sign-in page and select Forgot password.
  Enter the email address on your ID.me account and select Continue.
  Check your email inbox for a password reset email titled ID.me - Your password reset link. It may take up to 10 minutes to receive.
  In the email, select Reset your password.
  Follow the prompts to complete MFA, if its enabled. This may involve getting a code, or push notification.
  When prompted, enter your new password two times. Ensure your new password includes at least eight characters, one lowercase letter, one uppercase letter, and one number.
  Select Continue. A confirmation message will indicate that your password reset was successful.
  If you have any questions, reply to this email and Ill get you the help you need.
   
  All the best,
   
  
  

  Customer Answer

  Date: 05/20/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23349871
  
  I am rejecting this response because:

  Dont know emails/passwords for mine or wifes account

  Account nred human contact, period. Asking for 5 months. You keep tepeating stuff i cant do. NEED TO SPEAK WITH HUMAN
  
  
  Regards,
  
  ****** *******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 06/13/2025

  Hi,
  
  The email is the same as provided on this complaint and the instructions have been provided. We do not reset passwords for our members.
  
  Best,
  ID.me 

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had no problems with id.me for many years. But something has changed recently on their end and they can no longer verify my identity. As a result, i am unable to access federal agencies websites, the ones I know about so far are ********************** and the ***********************. I don't know what changed in their procedures, but my credentials have not changed I have IDs I have ****** to prove 26 years combat service in the ******************. For some reason they cannot verify this although I've always verified with them for many years previously. This inability to go on federal agent's websites has impacted me terribly. The online help they provide is helpless. I can't get anybody on the phone period and I can't get an explanation of why they won't verify me.

  

  Business Response

  Date: 05/20/2025

  Hi,
  
  An ID.me agent will be reaching out assist on this issue.
  
  Best,
  ID.me 

• Initial Complaint

  Date:05/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a copy of my drivers license and passport for an ******************** account to access my Social Security account and ********************** has not offered an account to access and stated that my account is suspended.I submitted several service tickets to ID.ME and they are "ghosting" me and not responding.They took my personal information than disappeared.I have no idea if they stole my identity and sold it??

  

  Business Response

  Date: 05/23/2025

  Hi,
  
  An ID.me agent has reached out to assist
  
  Best,
  ID.me 

• Initial Complaint

  Date:05/16/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This site deletes account information all the time. Every time I go to use ID.me it tells me that my email address can't be found. There is no solution, no way to fix it, and it is false. ID.me has intentionally deleted my information so it is a huge problem to fix. My advice it to train rats to do your job (I'm sure they will be better at it than you are) or sell the company to someone who will actually do it right. Just the amount of disrespect you show Veterans by doing this is amazing. You should no longer be allowed to do this job.

  

  Business Response

  Date: 05/19/2025

  Hi,
  
  No information was found under the email provided. Please follow these steps: ********************************************************************************************** so that you can set up an account. If you run into any issues. Please let us know.
  
  Best,
  ID.me 
  

  Customer Answer

  Date: 05/20/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23341952
  
  I am rejecting this response because:  You have changed the terms of ID.me, you now want to load my image into a database.  H*** no.  I demand that you destroy any images you have of me, I do not give you and revoke any permission to have them.  Am so glad you are not the only way to access the VA web site, how messed up would that be?  I will continually complain at any businesses that use your service.  You do not know what privacy is.  Imagine that, Veteran(s) who didn't even know why he or she enlisted or what they were fighting for.  Simply stupid.  The reason I served my country - TO DEFEND THE US CONSTITUTION AGAINST ALL ENEMIES FOREIGN AND DOMESTIC.  I see you guys are a bunch of the latter.

   

  AI is not customer service, it is only a way to avoid people who you s**** over, mostly Veterans like me.
  
  
  Regards,
  
  ******* *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account has been suspended by ID.me for some time. Twice I submitted a ticket through the web site and got no reply. Once I went through the chat function, received an email which I responded to, and then received no reply.I don't know why my account is suspended. It is needed to access a tax filing in **.

  

  Business Response

  Date: 05/19/2025

  Hi,
  
  An ID.me agent has reached out to resolve the issue.
  
  Best,
  ID.me 

  Customer Answer

  Date: 05/19/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ********